Negative customer sentiments—and their underlying issues—undermine your credibility as well as service levels. Detect issues relayed across channels—including social by applying big data and analytics. Perform remote diagnoses and repairs using the Internet of Things. Maximize the effectiveness of field personnel with data access on mobile devices. Collaborate throughout the resolution process on a secure social platform. With Oracle Modern Best Practice for Service, you can resolve issues with ultimate efficiency and maintain your strong brand image.
Monitor negative customer sentiment on social media, web, email, phone, and text for potential product and/or service issues.
Identify all customers of the products and/or services in question. Prioritize focus areas based on severity and Service Level Agreement. Notify associated service managers.
Confirm asset issues by analyzing data stream from the customer devices. Check knowledge base for solution.
Schedule the remote service according to the Service Level Agreement. Confirm service timing before applying fixes. Execute service tasks and send results to the customers. Request field dispatch, if needed.
Dispatch field technicians for onsite service or account managers to ensure customer satisfaction.
Update asset registry and customer records. Notify the customers of service results. As appropriate, post updates to relevant social media and other communication channels.